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How to handle difficult guests during a stay

Guidance for managing guest behaviour while they are staying at your property

What to do when problems occur

99.1% of stays go smoothly, but occasionally you may run into challenges with a guest during their visit. This guide shares practical advice on how to handle difficult guest behaviour while a guest is staying in your property, such as noise issues, parties, or breaches of house rules.

The aim is to help you manage the situation calmly and effectively, protect your property, and set clear expectations with your guest.

 

How to handle issues during an active stay

If a guest is causing a problem during their stay, it’s usually best to:

  • Contact the guest directly and politely

  • Explain the issue clearly and calmly

  • Reference your house rules where relevant

  • Give the guest an opportunity to correct the behaviour

Where possible, keep communication written and professional.

Your responsibility while a guest is staying

While a guest is actively staying in your property, managing the situation sits with you as the host. This includes:

  • Communicating directly with the guest

  • Enforcing your house rules

  • Deciding how to handle continued breaches

  • Taking action if the situation escalates

Travelnest cannot intervene inside an active stay.

A guest is breaking house rules

If a guest is breaching your house rules:

  • Contact the guest directly

  • Clearly state which rule is being broken

  • Explain what behaviour needs to change

  • Keep communication calm, firm, and factual

Use the appropriate messaging channel for the booking platform where possible.

A guest is threatening, abusive, or unsafe

If you feel unsafe or the situation becomes serious:

  • Contact the police immediately

  • Do not wait for guidance from Travelnest or the booking platform

Only local authorities can intervene in emergencies or safety-critical situations.

Issues involving extra charges during a stay

Examples include unauthorised guests, excessive cleaning needs, or rule breaches.

During an active stay:

  • Travelnest cannot enforce payments or penalties

  • Booking platforms cannot charge guests mid-stay

Any discussion around costs must be handled directly between you and the guest while the stay is ongoing.

What Travelnest can help with during a stay

  • Offering general guidance on next steps

  • Explaining how issues are handled after checkout

  • Advising on evidence to collect if needed later

What Travelnest cannot do during a stay

  • Remove guests from your property

  • Enforce deposits, fees, or penalties

  • Intervene inside the property

  • Resolve disputes while the stay is ongoing